Overview

Key Messages for Patients

·      Appointments are prioritised based on clinical need, not first-come, first-served.

·      Online requests help ensure fairer distribution of appointments.

·      Continuity of care will be prioritised for those who benefit most, but not always guaranteed.

·      Same-day appointments are available for urgent cases, but routine care may require a wait.

Action Points:

·      Educate patients on how triage works to reduce misunderstandings.

·      Ensure patients understand the different appointment types available.

·      Provide clear and honest communication about waiting times and demand.

Steps to Manage Patient Expectations Effectively

1️ Explain How Appointments Are Prioritised

·      Urgent cases are prioritised based on clinical need.

·      Routine appointments may be scheduled further in advance to ensure fair access.

·      Online request systems help direct patients to the right service more efficiently.

Checklist:

·      Display posters in the waiting area explaining appointment priorities.

·      Include triage guidance on your practice website.

·      Ensure staff can confidently explain how appointments are allocated.

2️ Set Realistic Waiting Time Expectations

·      Routine GP appointments may require a longer wait depending on demand.

·      Urgent appointments will be available for same-day cases, but may not be with the patient’s usual GP.

·      Patients with long-term conditions will benefit from continuity of care, but may still experience delays.

Checklist:

·      Publish average wait times for routine and urgent care on the practice website.

·      Send SMS or email updates for long wait times where appropriate.

·      Train staff to provide consistent messaging on expected availability.

3️ Improve Patient Understanding of Alternative Services

·      Pharmacists can provide treatment for minor ailments without a GP appointment.

·      NHS 111 can provide urgent medical advice and referrals.

·      Online consultations may be available for routine queries or medication reviews.

Checklist:

·      Provide clear signposting for pharmacy, 111, and online services.

·      Ensure receptionists and admin staff direct patients to the right service.

·      Use social media and practice newsletters to educate patients.

4️ Communicate the Benefits of Digital Access

·      Online requests allow patients to book at their convenience without waiting on hold.

·      Practices can triage more effectively, ensuring urgent cases are prioritised.

·      Patients who need continuity of care can be allocated the right GP sooner.

Checklist:

·      Create step-by-step guides on how to use online appointment booking.

·      Display infographics in the practice to encourage digital uptake.

·      Offer support for patients unfamiliar with online systems.

Next Steps & Deadlines

🗓 Immediately: Update patient-facing materials on GP access and appointment priorities.

🗓 Before October 2025: Ensure all staff are trained in patient expectation management.

🗓 Ongoing: Monitor feedback and adjust communication strategies.

Immediate Actions:

·      Update website and posters with information on appointment priorities.

·      Train reception and admin staff to communicate waiting times effectively.

·      Use patient engagement channels (SMS, social media) to reinforce messaging.

📢 Clear and proactive communication will help manage expectations, reduce complaints, and improve patient satisfaction!